How we work
Our Process
The same standard for every landlord and every applicant.
KeyMoment runs one documented process. Every landlord gets the same steps in the same order. Every applicant is assessed against the same published criteria. Nothing is improvised and everything is recorded.
Landlord journey
- Step 1
Enquiry and free rental appraisal
Timeframe: Within 1 working day of enquiry
We review the property, the local market and a realistic rent. No charge and no obligation.
- Step 2
Qualification and compliance readiness check
Timeframe: 1 to 2 working days
We confirm ownership, letting authority and which safety and compliance documents are in place or outstanding.
- Step 3
Instruction and written terms
Timeframe: Same day as instruction
You receive written Terms of Business setting out scope, fees and cancellation rights before anything is payable.
- Step 4
Property information and document collection
Timeframe: 1 to 3 working days
We collect property details, ID, ownership evidence and safety certificates and record what is still needed.
- Step 5
Marketing preparation and listing
Timeframe: 2 to 4 working days after documents
Photography, description and listing prepared, then the property goes live and is marketed direct.
- Step 6
Viewing coordination
Timeframe: From day 1 of going live
Enquiries qualified and accompanied viewings arranged in blocks around demand. Up to three viewing blocks are included.
- Step 7
Applications and referencing
Timeframe: 3 to 7 working days per applicant
Applications taken, identity and Right to Rent checked where applicable, and referencing administered.
- Step 8
Applicant information presented to landlord
Timeframe: Within 1 working day of reference results
Referenced applicants, viewing feedback and supporting documents appear in your landlord portal.
- Step 9
Landlord final approval
Timeframe: Your timescale, no deadline imposed
You approve or decline each applicant. The decision is always yours and is recorded.
- Step 10
Tenancy setup and completion
Timeframe: 3 to 10 working days to move-in
Agreed tenancy setup completed, deposit protection checklist provided, then the property hands back to you.
Applicant journey
- Step 1
Enquiry
Initial enquiry logged with the property, requirements and contact details.
- Step 2
Viewing
Accompanied viewing arranged and feedback recorded.
- Step 3
Application
Full application taken, including income, employment and current address history.
- Step 4
Right to Rent check where applicable
Identity and Right to Rent evidence checked for England lettings and the check recorded.
- Step 5
Referencing
Referencing administered, including affordability, employment and landlord references.
- Step 6
Decision against published criteria
Assessed against the same published Applicant Selection Policy as every other applicant.
- Step 7
Tenancy setup
Agreed tenancy paperwork prepared and move-in arranged.
Every applicant is assessed against our Applicant Selection Policy.
What We Record
- Enquiry date, source and initial requirements
- Rental appraisal notes and the rent recommended
- Compliance readiness checklist and outstanding items
- Signed Terms of Business and instruction date
- Ownership and identity evidence supplied
- Safety certificates and expiry dates
- Marketing copy, photography and the date the property went live
- Viewing appointments, attendance and written viewing feedback
- Application forms and supporting documents
- Right to Rent check evidence and check date, where applicable
- Referencing results and the criteria applied
- Applicant summaries presented to the landlord
- The landlord's approval or decline decision and its date
- Tenancy setup documents and the deposit protection checklist
Where we advertise your property
- The KeyMoment website property listings
- Our registered applicant alerts list, emailed direct to matched applicants
- KeyMoment social channels, including Facebook and LinkedIn
- Local Facebook property and community groups where permitted
- Direct contact with applicants already registered with us for the area
Rightmove and Zoopla listings are not currently included. KeyMoment does not list on the major portals, so a property advertised with us is not shown on Rightmove or Zoopla. Instead your property is marketed through the channels listed above, and the fee stays a flat £500 with no portal surcharge.
Fee terms
- £500 fixed fee.
- No VAT currently charged.
- £250 payable on instruction, £250 payable when the tenancy is signed.
- If no referenced applicant is produced within 30 days of the property going live, the first £250 is refunded or carried forward.
- Includes accompanied viewings up to three viewing blocks.
Related business disclosure
KeyMoment may refer landlords to Sunderland Landlord Compliance for compliance services. The two businesses share a common interest. Landlords are under no obligation to use any business we refer them to and are free to use any provider they choose. We will tell you about this connection in writing before any referral is made.
This process is documented, applied consistently to every instruction, and available to landlords on request.